Multi-channel Support - Brad Cleveland

Don’t Guess at Staffing: Proven Methods for Your Contact Center

by bradcleveladev | Sep 8, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Multi-channel Support, Workforce Management

How many people do you need to handle the customer workload on a Monday morning at 10:00 am? How about a Thursday afternoon at 2:00 pm? In this video from my LinkedIn Learning course “Managing a Customer Contact Center,” I introduce the methods used to...

Future-Proof Your AI-Powered Customer Service

by bradcleveladev | Aug 31, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, The Edge of Service

AI is dramatically transforming customer service. The opportunities – and risks – are unprecedented. As we leap into the future, literally by the day, how do you ensure your organization is keeping up? Or better yet, how do you lead the charge? I recently...

What Is Good Service? Customer Perceptions Keep Changing

by bradcleveladev | Aug 3, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Mobile, Multi-channel Support, Social Media

The experiences that customers have with any organization—not just yours or others in your industry—shape their perceptions. So you’ve got to continually revisit what good service means. For customer experience leaders, this can seem like a daunting challenge....

How Generative AI Will Transform Contact Centers and Shape Your Career

by bradcleveladev | Jun 1, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, The Edge of Service

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us. Generative AI is taking the world...

Are We There for Our Customers When They Need Us?

by bradcleveladev | Mar 24, 2023 | Customer Experience, Customer Service, Leadership, Multi-channel Support

CXM Today recently interviewed me for their publication. We discussed a range of topics on the minds of customer experience professionals, including ROI, customer behavior and drivers of new technologies. Here’s an excerpt with a link to read the full interview. What...

Can agents get work done between customer contacts?

by bradcleveladev | Mar 9, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Multi-channel Support, Organization and Culture, Workforce Management

I know, I know. It’s busy out there. The demand for agent-assisted service is relentless (wasn’t that AI-driven chatbot going to reduce workload?). Your team is juggling customer workload across channels—phone, chat, social media, et al.—and it feels a bit like...